“Olympus is a global leader in the medical device and technology industry. For more than 100 years, we have focused on making people's lives healthier, safer, and more fulfilling. Our products and solutions help to diagnose, prevent, and treat illnesses, further scientific research and keep people safe.”
Olympus is hiring for a Service Coordinator to join the company on a fixed-term contract up until March 2025, offering flexible hybrid working after completion of training.
In this role, you will provide our customers with first-class after-sales support via various communication methods including a telephone system, email, and webchat. Our Service Coordinators are responsible for handling customer enquiries regarding the repair and servicing of equipment.
The team’s focus is on maximising our Uptime offer to customers, and our Service Coordinators are pivotal in the customer outputs of our repair process. Responsible for the management of a range of administrative tasks, the team enables the movement of repairs through our various repair centres. Providing continual, proactive repair updates to our customers and working as part of the wider Customer Care team, the Service Coordination role utilises an area management system, with responsibility for a geographical region. Success in the role is measured by targets linked to quality, turnaround times, and our customer satisfaction mechanisms.
Key duties
* Offering exceptional service to customers over the phone, managing both inbound and outbound calls.
* Managing multiple work streams including call management and various administrative tasks.
* Use of multiple applications to accurately record service requests, assessing priority levels and triaging accordingly.
* Responsible for courier arrangements and monitoring collection/delivery success.
* Identification and logging of Potential Adverse Effects (PAEs) and the resulting regulatory output.
* Coordinate and continually monitor the progress of each service request, working in collaboration with the Repair Centre and Up-Time Support Managers.
* Maintenance of accurate and up-to-date detailed case records on the company ERP system.
* Providing customers with proactive and scheduled communication throughout the Service life cycle using various communication methods including email and webchat.
* To coordinate the supply and return of loan equipment within specified time-sensitive targets.
What skills and qualifications are we looking for?
* Call Centre or Customer Service Experience.
* Clear verbal and written communication skills.
* Flexibility.
* Ability to work as part of a team.
* Excellent attention to detail.
* Problem-solving skills.
* Ability to multitask.
At Olympus, we have a dedicated in-house Talent team that covers all areas of the business. As a backup, we have a preferred supplier list (PSL) of vetted suppliers and as such, are unable to accept unsolicited CVs from recruitment agencies or search firms outside of our PSL. Please note that Olympus will not be responsible for any fees, charges, or terms associated with any such CVs.
We are an equal opportunities employer, and we are committed to ensuring that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown.
Job Type: Fixed-term contract
Contract length: 4 months
Benefits:
* Canteen
* Company pension
* Cycle to work scheme
* Free parking
* Life insurance
* On-site parking
* Private medical insurance
* Referral programme
* Shuttle service provided
Schedule:
* Monday to Friday
Education:
* A-Level or equivalent (preferred)
Experience:
* Customer service: 1 year (preferred)
Licence/Certification:
* Driving Licence (preferred)
Work Location: Hybrid remote in Southend-On-Sea
Reference ID: ServiceCoordOlympus
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